Manager – IT Training

Manager – IT Training

Requirements

• Bachelor’s Degree or equivalent experience.
• 5+ years of IT Training experience, including a minimum of 3 years in a role with people management responsibilities, ideally within a law firm or professional services organization.
• Strong understanding of ITIL principles; IT certifications are highly desirable.
• Knowledge of AI concepts, including machine learning (ML), deep learning, natural language processing (NLP), and generative AI.
• Experience with PC and LAN systems, along with comprehensive knowledge of Microsoft Office.
• Proficiency in Technical Training within a law firm and/or professional services environment.
• Proven project management skills with the ability to handle multiple assignments simultaneously while meeting deadlines and maintaining quality standards.
• Skilled in preparing and developing plans for projects and programs, coordinating with other departments and/or external organizations.
• Demonstrated effectiveness in working within a team environment, presenting information and responding to questions from various organizational levels, including managers, clients, customers, and the public.
• Strong organization and analytical skills, capable of meeting deadlines and adapting to changing priorities, whether working independently or as part of a team.
• Proficient in vendor coordination and management.
• Competent in reading, analyzing and interpreting general business periodicals, professional journals, and technical procedures, as well as writing reports and business correspondence.
• Adaptable to changing priorities, able to meet deadlines and perform well under pressure.
• Capable of exercising initiative and judgment, making decisions within the scope of assigned authority.
• Exceptional written and oral communication skills, with demonstrated ability to clearly communicate complex technical concepts to non-technical colleagues.

Responsibilities

• Collaborate with the Director, Service Desk & Training Operations, Managing Director, User Experience, and the CIO to develop and implement the strategic vision for the IT Training team. Conduct periodic workload and resource analysis to ensure alignment with the strategic vision and to proactively address resource gaps.
• Manage IT training projects, ensuring timely delivery within scope and budget constraints.
• Lead the design, development, and implementation of IT training content using a variety of delivery methods/platforms, leveraging AI tools such as natural language processing (NLP) systems, generative AI platforms, and automated content creation tools to enhance and personalize training experiences.
• Promote emerging technologies that could benefit the firm by helping users understand and incorporate AI, automation, and other tools effectively. Examples include AI-powered document review systems, workflow automation tools, and machine learning-based insights for data analysis.
• Coordinate the creation, review, and maintenance of all documentation related to firm-supported software.
• Recruit, develop, coach, and manage the IT Training team. Conduct regularly recurring 1:1 meetings, continuously evaluate performance and workload to ensure training initiatives are well-supported and aligned with firm priorities.
• Build and maintain strong relationships with internal clients to align IT services with organizational goals.
• Analyze Help Desk ‘How-Do-I’ tickets and other user data to identify technology-related training needs and recommend solutions aimed at reducing the volume of tickets.
• Engage with the legal training community to stay informed about emerging technologies, training methods and other trends relevant to legal professionals and the business of law. Partner with IT senior leadership to develop and deliver firm-wide and office-specific communications, including alerts, system updates, and deployment plans.

Preferred Qualifications

No preferred qualifications provided.